Program Director

October 25

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Cresta

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SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• Drive Enterprise Transformation: Own the success of large-scale, multi-phase AI transformation programs for Cresta’s top enterprise customers, ensuring business outcomes are realized across multiple business units and geographies. • Executive Stakeholder Management: Serve as the senior point of contact for customer executives (C-suite and VP level), providing strategic direction, thought leadership, and proactive guidance on maximizing ROI from Cresta’s platform. • Program Leadership: Lead a matrixed team of Implementation Managers, Solution Architects, Conversation Design and Customer Engineering to deliver complex implementations on time and within scope — balancing speed, quality, and customer satisfaction. • Cross-Functional Collaboration: Partner closely with Sales Leadership, Customer Success, Product, and Engineering to align strategic initiatives, forecast expansion opportunities, and drive long-term customer growth. • Operational Excellence: Standardize delivery practices, governance models, and success frameworks to scale efficiently across accounts while maintaining white-glove service. • Technical Product Knowledge: Insight and understanding of the Cresta product and configuration methodology in order to help assess & determine the critical path for working teams to overcome roadblocks. • Internal Influence and Leadership: Represent the voice of the customer to Cresta’s Executive Team, influencing product direction, go-to-market strategy, and delivery innovation.

🎯 Requirements

• 12+ years of experience in enterprise customer delivery, professional services, or program management roles within SaaS, AI, or CX transformation domains. • Proven success leading large-scale software deployments for Fortune 500 customers with >$5M in ARR and multiple stakeholder groups. • 3+ years of experience managing or mentoring implementation or delivery teams. • Deep expertise in executive engagement, enterprise governance, and change management for complex technology programs. • Exceptional communication and executive presence — able to influence C-level audiences and synthesize complex technical and business topics with clarity. • Strong financial acumen and ability to connect technical outcomes to business value and ROI. • Adept at building trusted, long-term relationships across Sales, Customer Success, and Product organizations. • Comfortable operating in a fast-paced, high-growth environment with ambiguity and autonomy. • Willingness to travel up to 20% for executive engagements and key customer milestones. • Experience with contact center technology, conversational AI, or analytics platforms strongly preferred.

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family • Flexible PTO to take the time you need, when you need it • Paid parental leave for all new parents welcoming a new child • Retirement savings plan to help you plan for the future • Remote work setup budget to help you create a productive home office • Monthly wellness and communication stipend to keep you connected and balanced • In-office meal program and commuter benefits provided for onsite employees